Rockin' Wellness

Hi [redacted],
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect...

that you enrolled in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 4/*/2014. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/*/2014 and 7/*/2014 your recurring shipments, each a 90-serving supply, was charged a total of $119.85 each and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
We do not have a record of a cancellation before 7/*/2014. When we received your cancellation request on 7/*/2014 it was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I should not even be having this issue about returning this product.  Rockin Wellness should be bending over backwards to fix this issue, every company has the ability to go around their policy.  I would agree with you if I had knowingly signed up for an automatic shipment, then yes the policy would apply for returning it.  But I did not know I was being signed up for automatic shipments, nor did I have time
to cancel before the first shipment.  That is where the issue is and why you need to make this right.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you...

for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 4/*/2014 and another 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 4/*/2014 and 5/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/*/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,
[redacted]   [redacted]
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Rockin' Wellness has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled...

in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 4/**/2014. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 6/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
6/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled...

in our Rockin’ VIP subscription program through your initial order for a 30 serving VIP Bag Deal, which was placed on 4/**/2014. The 30 serving bag has an Introductory period of 29 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,[redacted]

Revdex.com:
At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted]. I emailed them twice, left a voicemail, and called back a second time. On the second time, I was finally able to speak to...

someone. They told me I could pay to return the product that I did not order in the first place at my expense and there would be a $35 restocking fee!! All in all, I am still out $45 plus for shipping and restocking fees for product that I never ordered or wanted. 
Sincerely,
[redacted]

Review: I've ordered from them in the past (they make health shake mixes). On April [redacted], 2014, I ordered on a promotional special order for 3 bags for $89 from their website (normal promotion that they promote for their product). Once the order was confirmed, I rec'd an email that stated "You pay only $89 and have no obligation to buy anything in the future, as long as you call to cancel your membership within 44 days of placing your order. Even if you cancel during the 44 day period, the product(s) are yours to keep and you will not be charged anything other than what you pay today. No commitments, no hassles. More Details" (hyperlink on "More Details" that is broken and not working. There was NOTHING on their website when I ordered showing this order signified a "membership" (remember, I've ordered from them before 5 separate occassions, ALWAYS at my own leisure). This time, however, was some notation about "no obligation to buy anything in the future as long as you call to cancel yor membership..." as stated above AFTER I placed the order. I've called their "800" number (NUMEROUS times and left voice mail messages. Impossible to get thru to their customer service line. No one has ever called me back. I've also emailed to them requesting that I be dropped from this "membership" and again, no response. As of this morning, I rec'd notification that my "order has been processed" and "order has been shipped". The order was $119.85. I've tried to contact their customer service "800" number numerous times today ###-###-#### (was on hold for over 1 hour from my work phone) and still, no customer service representative picked up. I emailed them numerous times today as well (from my [redacted] and straight from their own website after signing in), asking about this order, as I requested to opt-out of my "membership" when I placed my last order in April. I tried to post a post on their [redacted] for their business asking to cancel my membership, and take me out of the "auto-ship" but yet my comment was deleted from their [redacted] AND they've now blocked me from making subsequent postings. I [redacted] searched their company today, and found numerous similar complaints on [redacted] and many urging to make a Revdex.com complaint. ALSO - I accessed their website and logged in as a user today. There is no "opt-out" of the auto-ship anywhere on their website, and under "my account" there are the credit cards they've had on file for my previous orders. In the space above the credit card info, there are links "edit credit card info" or "delete credit card info". I tried BOTH options and NEITHER worked. My debit card was charged this $119.85 fee today and was not authorized. I called my bank (this is a debit card from my checking account) and will complete a Dispute Form to negate the charge and cancelled the credit card that was on Rockin' Wellness's website (so they cannot charge an unauthorized charge again).Desired Settlement: Wish to have a refund to my credit card / debit card. If unable to refund via credit card (since i've cancelled this card due to this debaucle) a check would suffice to refund the whole purchase. I have enough back stock in this shake mix to last almost 1 year, so I wish to return the product (that is if I receive it - their email today says it shipped out today). I would also like them provide a pre-paid Fed Ex or UPS label for return (ie, I'm not paying for return shipping). Would also love an apology on their [redacted], apologizing to all of us "loyal" customers they just (potentially) screwed out of $119...

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 4/**/2014. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 6/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

I have canceled your VIP account so you will not receive future charges. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have read the response from the business. There was not a CLEAR indication that there was an automatic enrollment in a "VIP Program" when I placed my order on 4/**/14. I referred back to my records, and yes, I did place an order on 4/**/14, however, the order process automatically selected the product, price and with that order, came an "auto" enrollment in this VIP program. The terms were not CLEARLY posted on the website when ordering. In fact, when I rec'd the order confirmation on 4/**/14, there was a notice of the VIP program that I had become a part of (unknowingly due to lack of obvious disclosure of terms). There was a hyperlink on the confirmation email, that when I clicked on it back in April (and even now), the hyperlink is BROKEN and will not send me to the website to verify the terms that it states in the email.

I would like the business to pay for the return shipping on this item *and* give full refund. The original shipping box has not been opened. I also find it curious that I've called and left numerous voice mail messages on their so-called "customer service" line and to this date - NO ONE HAS EVER CALLED ME BACK! And, per the email rec'd from their customer service rep (finally, someone emailed me back from my request to withdraw from the program AFTER the order had already shipped), it was suggested that I must speak to a customer service representative (not via email) to cancel my "subscription" and be removed from the program. So back to the never-ending loop of lack of customer service, and non-responsiveness by the business. I called before this order shipped and left voice mail to be removed from the VIP program (whatever that was) I never intended to join this program. When the order automatically enrolls you in the program when ordering and not giving an "opt out" on their website - what is a consumer to do after calling and emailing numerous times from their website? It's extremely frustrating when the business does not clearly state their terms on their website, and clearly give an "opt out" of such a program. I had to call to cancel my credit cards on file with Rockin' due to this business practice.

If Rockin' refuses to pay for the return shipping, I will not return the product at my expense (and will in turn lose a customer for life).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],

Thanks for reaching out to us. It is our policy to charge a $35 restocking fee for any VIP product that leaves our facility. I have instructed our Returns Department to waive this fee for you, which is against this policy, so we cannot cover the cost of return shipping as well. I apologize for any inconvenience.

Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Although I do feel that they should pay for return shipping, I will keep the product and not purchase from them in the future.

Sincerely,

Review: I received an e-mail stating the $7.95 charge and free shipping of a week supply of Rockin' Wellness. I did not read the term& conditions, but I did try many times to contact their customer support line to cancel once I received my bag so I would not be involved in the autoship program. I also e-mailed them many times to cancel the membership. Then, I noticed a $119.85 on my bank account. So, I called their customer service to cancel the shipment of product. I could not get a hold of anyone. I called during their business hours. I was never able to speak to a live person or leave a voice mail. So then I proceeded to e-mail their customer service. I got a response back :

MAY **, 2014 | 03:33PM EDT

[redacted] replied:

Hi [redacted],

Thanks for reaching out to us. This order was placed through your VIP account. Your last order was placed with an opt in for our VIP program. All VIP account adjustments must be processed by phone. If you would like to cancel your VIP membership please call our customer service line. Our customer service line is [redacted] (###-###-####) Feel free to give us a call, our office hours are 10-5 Eastern, Monday to Friday. We try to get to as many calls as we can, but if lines are busy please leave a voicemail and we will call you back as soon as possible. You can also address any questions to this e-mail.

Thanks and have a great day,

Nora

Rockin’ Wellness

Here's the promotion:

NEW 1 Week Supply - SALE $7.99 includes Free Shipping U.S. ONLY *while supplies last. This bag contains 7 Scoops of Rockin' Wellness Nutritional Shake. Rockin' Wellness is a Powerful Whole Food Total Body Nutritional Shake- nonGMO, Gluten Free, Vegan, and Raw. High Content Superfoods from High Content Soils. ROCKIN'! *1 Serving Per Day. 7 Scoops total. NOT FOR RESALE.

Only available while supplies last. Become a Rockin' VIP today! This is a continuity option, by purchasing this product you agree to our Rockin’ VIP Terms and Conditions

Rockin' VIP Terms & Conditions

By completing your purchase, you will be enrolled in our Rockin’ VIP program. If you do not call us at [redacted] (Monday-Friday 10-5 EST) to cancel within the introductory window of the initial purchase, you will continue to be enrolled in our Rockin’ VIP program, and your first VIP cycle will begin. As a VIP, you will receive a 3 month membership to the Rockin' VIP Club and 3 individual 30 Serving Bags of Rockin’ Wellness (90 Servings) at the close of your introductory period, and every recurring cycle period thereafter, for just $119.85.

Call to change the shipping frequency or cancel your VIP membership at any time with no penalty. Orders must be canceled by 2pm EST on the business day prior to shipment. If, at any point, you return the product(s) to us, the product must be unopened and it is your responsibility to pay for return shipping and handling. Please reference our refund and return policy below if you have any questions. If initial charge attempt of $119.85 is unsuccessful, the VIP program will reattempt the charge every 2 days until it has been charged successfully, or your membership schedule has been updated or canceled.

Bag Deals and Cycle Length

7 Serving

Introductory Period: 10 Days

Recurring Cycle Length: 45 Days

30 Serving

Introductory Period: 29 Days

Recurring Cycle Length: 45 Days

90 Serving

Introductory Period: 44 Days

Recurring Cycle Length: 45 Days

180 Serving

Introductory Period: 89 Days

Recurring Cycle Length: 45 Days

Rockin' VIP Return Policy

We do not accept returns on any open packages of Rockin' Wellness Nutritional Shakes. The set of 3 Bags comes sealed with a Tamper Evident closure, bags are not eligible for a refund if that seal is broken or damaged.

Our Returns Department will only accept pre-authorized returns on unopened packages within 30 days of purchase. Customer must call or email customer service ([redacted] or ###-###-####) for return pre-approval. Customer Service will provide an RA form for the customer to fill out and email back prior to shipping their return.

Return Shipping costs are the customers’ responsibility and tracking numbers are required to prevent loss and guarantee of delivery to our facility. Refund of purchase price of returned bags is given after item is returned and inspected. Refunds submitted in the original payment method. Refunded payment processing time varies, and is controlled by the card issuing bank. Refunded value for each item returned will be reduced to reflect the value of any Free Gift or Discount. Any shipments refused by the recipient and returned to our facility will have the return shipping charge deducted from their refund, along with the restocking fee.

Rockin’ Wellness does not resell any returned bags, therefore, any continuity orders returned are subject to a $35 restocking fee.

Terms subject to change without prior notice.

So even if I do get approval to return the shipment, I still have to pay $35 for each bag in the shipment that I am returning and the return shipping costs. Which means that I don't get a refund.Desired Settlement: I would like to get a full refund of my $119.85 without having to deduct the $35 restocking fee per bag. I don't mind paying the return shipping cost.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Rockin' Wellness has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I ordered from them as I have been doing for years. YEARS. Three bags, 89 bucks. That was June [redacted]. June [redacted], I get an email telling meI've signed up for automatic renewal THAT SAME DAY, the [redacted], and bam. My bank account is hit for 119 dollar charge. I did now knowingly or willingly agree to an automatic renewal. I did the same thing I have always done when ordering. Upon emailing the company, I received a reply that the renewal was there when I ordered and in the billing, and yet I can't see the invoice now, and I didn't double check it then because I was order EXACTLY AS I'D BEEN DOING FOR YEARS. I was told I can do a return process but they can't refund my $ otherwise. I've read that there's a shipping fee to do the return. I have also seen that I am not the only person who has been enrolled in this whether they wanted to be or not. This needs to stop. It needs to be very clearly stated that automatic renewal is a thing, with a yes or no check box that the customer has to answer, not RW or anyone else. I want my entire refund, and I want RW to stop doing this to people. They have a great product and are ruining it by this kind of practice.Desired Settlement: Complete refund, they can pay the shipping for the return of the product. I never asked for it in the first place.

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 5/*/2014. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 6/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 6/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,[redacted]

Review: In April I ordered a sample of Rockin Wellness Smoothie mix for $4.99 plus shipping. I unwittingly got myself enrolled in an auto ship program. In May they sent me an email telling me my product had shipped and charged me $119. I emailed them back canceling my enrollment and my bank got my money back. I never heard back from them until 6/** when I got another email about my shipment and another $119 was taken from my account. I emailed them again and this time they said the order was shipped because my previous email hadn't generated a cancel on their end. My bank cancelled my card and is in the process of getting my money back. All I want to do is return this product but they keep telling me I have to pay for shipping ( ups or fedex only) and I have to pay a $35 restocking fee. I don't feel I should have to pay for this since it was their error. All I want is a return label. It takes 2-3 emails to get a response from them .Desired Settlement: I just want a return shipping label to send this back at their expense and to NOT pay a $35 restocking fee. Or any fee for that matter. My bank is dealing with getting my $119 back.

Business

Response:

Hi [redacted],

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/*/2014 and 6/**/2014 your recurring shipments, each a 90-serving supply, was charged a total of $119.85 each and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 6/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I appreciate the waiving of the restocking fee I still don't believe that I should pay shipping when I cancelled the order back in May. I have an email from one of your representatives stating that this email didn't generate a cancellation response and that's why I received more. That is not my fault. I did not order further shipments and therefore should not have to pay to return them. [Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],

Thanks for reaching out to us. It is our policy to charge a $35 restocking fee for any VIP product that leaves our facility. I have instructed our Returns Department to waive this fee for you, which is against this policy, so we cannot cover the cost of return shipping as well. I apologize for any inconvenience.

Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I've checked into the shipping and it will be about $20. I'm not paying that to return your product that I didn't want.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I followed [redacted] link advertising a "Blow-out Sale" of a small bag of Rockin' Wellness Nutritional Shake. $4.99, free shipping.

It was ordered May **, 2014 and shipped May **, 2014. Product came a few days later by mail. It consisted of a small 4.7 oz bag of protein shake.

When I initially clicked on the [redacted] Ad link, it opened a page to place an order for the small bag, (sample). On May **, 2014, FedEx shows up at my door with a large heavy box expecting a signature from me for receipt. I looked at the return address and notice it was from Rockin' Wellness. I did not knowingly order a huge shipment of their product. I believe the [redacted] teaser, was just that. It was a way for this company to misrepresent itself and get a person enrolled for automatic shipments of products, charged to your credit card WITHOUT PRIOR notification. I asked the FedEx [redacted] if I could refuse package. He said absolutely. I never opened package, it never entered my home. [redacted] did ask me to sign a refusal, which I did. I then looked closer at the packing slip which came with the FIRST small bag of product I ordered on 5/**/2014. There it states all the hoops one must jump through in order to return product to them, but it appears they were talking about that first package! I have NO problem paying the $4.99 for that shipment. This company charged my credit card $119.85 on May **, 2014. I DO NOT recall seeing any type of notice of recurring shipments when I ordered the $4.99 package, nor was there an OPT OUT button on the web page. Most legitimate companies will ask you, and clearly show you that you are signing up for an automatic shipment of a much larger quantity. They also give you a clear Opt Out box to check for non recurring orders. This company is misleading and underhanded in the manner it treats its new potential customers. I found an e-mail and customer service telephone number on the original packing slip. I called the number twice on May [redacted], (day of 2nd denied shipment). Both times I received a voice mail prompting me to press one to place and order and two if I had questions about an existing order. I pressed 2 on both calls, I left a message on my first call. I then wrote them a detailed e-mail expressing my displeasure at their sneaky marketing techniques and how I felt it was a scam. In addition, the return instructions are unduly complicated and the return shipping costs (they don't tell you how much) are deducted from the refund, should you ever see one. There is also a restocking fee of $35.00. (should they every claim they got the product back from you, since you didn't call ahead to get a tracking number!! You need to not open the package, (I did with the first, but not with the 2nd). You are supposed to notify them to request a RA form to fill out. That form then gives you a tracking number so they can ensure said product gets returned to them. It is VERY unclear whether that return statement refers to my first shipment, or any shipment from them!! I kept the first shipment and do not dispute that $4.99 charge. I also contacted my Credit Card Company, they are disputing on my behalf. I received a case number for this dispute from the CC company.

I made it clear to Rockin' Wellness that I would be contacting you and reporting this despicable marketing technique. I cannot use their product for health reasons and told them so in my e-mail. The small amount I have I can give to a friend or toss out. I am on a fixed income, I cannot afford surprises such as this. I agreed to a one time charge of $4.99.Desired Settlement: I want a full refund of $119.85 on the same credit card I used for purchase. I do not want return shipping costs deducted from this amount nor do I wish to be charged a $35.00 re-stocking fee. I never want to hear from them again and they better not bill my credit card again or ship me any more product.

Business

Response:

We received an order on May [redacted] from this customer for our Rockin' VIP Subscription Deal, this item is only available with a subscription to our VIP program. The following link is to the exact product page this customer ordered from. [redacted]

It clearly states next to the product photo- "This purchase includes a Rockin' VIP Subscription. Along with the best pricing available, you will receive many exclusive benefits and offers. Call to cancel anytime during your introductory period of 10 days from your purchase and your subscription will be deactivated and you will not be charged. By purchasing this product you agree to our Rockin’ VIP Terms and Conditions"

This information is also stated on the billing page before the transaction is completed, and again in the order confirmation email the customer received on May [redacted], which we can provide copies of. We received no contact from this customer prior to the close of her introductory period, so her subscription was billed and shipped according to her membership. We received back her package today, and her refund will be processed by our returns departments tomorrow. As we already cover the shipping cost to the customer on all orders, and our VIP program offers a steep discount off of our regular retail price, we can not waive these fees.

Review: Hi,

I am writing about Rockin’ Wellness and the horrible experience I have had with them. On 5/*/14, I order a packet of their product that they had on sale for $4.99. I wanted to try it and thought it was a good deal to give it a try. On 5/*/14 my bank account was charged the $4.99 amount. I thought I was done with the company and everything was ok. However, on 5/**/14 at 2:05 am I received an email that my order had been proceeded. Then on 5/**/14 at 2:05, am I had a second email stating my order has been shipped. This order was for $119.85. I had not placed an order beyond that first $4.99 order. At this point I hadn’t even been able to try their product to know if I wanted to order from them again. I had no idea what I was being sent and I did not order it. Between 5/**/14 and 5/**/14, I left 3 voicemails and 3 emails with this company and got no response from them. On 5/**/14, I received an email stating they had cancelled my VIP status so I would not receive any future shipments. I did not opt in to this VIP status. The email also stated that ” Once your order is approved by our Returns Department, you will be refunded the amount for the bags returned in the original payment method, minus the $35 restocking fee.” I also had to fill out a form to get approved by the Returns Department. I filled out the form and emailed it back that day stating that I would not be paying the $35 restocking fee since I did not order this product. I did not hear back from the company until 6/*/14 when I emailed them asking if they received my form. The responded back saying they were waiting to receive the package. Why did they choose to ignore what I emailed them for 2 week? I asked who was going to pay for the return shipping and the restocking fee. I got back a generic email stating their policy with returns. I again emailed back stating that I did not order this product, so I should not be paying to have it returned and restocked. I also told them that their customer service has been horrible and that a decent company would be doing everything they can to make this right. I have not heard back from them yet. I do not feel I should have to pay to have it shipped back nor should I have to pay a restocking fee. I have had to get a new debit card, so they wouldn’t wrongfully charge me for more products. This has been an extremely inconvenient experience. I work every single day, so I would like everything resolved and know they are going to pay for everything before I take time out to go to the post office. I really hope they have not done this with anyone else.Desired Settlement: I want Rockin’ Wellness to refund me the $119.85. I also want them to pay for the return shipping and the restocking fee.

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 5/*/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I accept that there will be no restocking fee for me to pay. However, I still believe that the return shipping should be covered by Rockin’ Wellness as well. I do not knowingly sign up for anything that has automatic shipments. Had I known this when placing the order, I would not have bought the 7 serving bag (5/*/14). Also, had I know before the 90 day serving bags were being processed/shipped that I was in the automatic shipments I would have canceled immediately. Again, I was not aware of this until I received the 2 emails stating that my order was being processed and shipped on 5/**/14. Considering that the processing email and shipping email were both sent on 5/**/14 at 2:05am, there wasn’t any time to contact you to get it stopped. I am sure that had I known on 5/*/14 about the automatic shipments and tried to contact Rockin’ Wellness to get it cancelled, I wouldn’t have had any luck since I started contacting you on 5/**/14 and didn’t hear back until 5/**/14. I am also amazed that Rockin’ Wellness is not going out of their way to fix this issue, that is just bad business and terrible costumer service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],

Thanks for reaching out to us. It is our policy to charge a $35 restocking fee for any VIP product that leaves our facility. I have instructed our Returns Department to waive this fee for you, which is against this policy, so we cannot cover the cost of return shipping as well. I apologize for any inconvenience.

Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I should not even be having this issue about returning this product. Rockin Wellness should be bending over backwards to fix this issue, every company has the ability to go around their policy. I would agree with you if I had knowingly signed up for an automatic shipment, then yes the policy would apply for returning it. But I did not know I was being signed up for automatic shipments, nor did I have time

to cancel before the first shipment. That is where the issue is and why you need to make this right.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased Rockin Wellness protein and received it fine....loved it...made a second purchase which turned into a $360.00+ nightmare, ending with my credit card cancellation to stop unauthorized shipments.After my 2nd purchase...they sent a $119.85 order which I did NOT purchase...put on a VIP recurring AFT program and shipped me 3 more unauthorized shipments of $119.85 for which is 9 months of product within 2 weeks one right after another. I contacted them immediately...it took over a week for a reply...to get a return shipping approval...which they therefore want $35 for restocking fees for a mistake THEY made and then continued to ship me two more shipments at $119.85....After I emailed back asking to remove me from the VIP and NOT to ship to me or use my credit card again.... etc...NO REPLY. I emailed repeatedly 3-4 more times...NO REPLY. I called and left 5 messages, one stating that I would contact my lawer...NO REPLY to this day. Had to cancel my debit card. HUUUUUGE inconvenience for every LOYAL company I do business with as well as me personally. I am not made of money and owe rent which is 1/2 of the money they have TAKEN form me ILLEGALLY. what if I had children to feed or medication to buy....?????? Who does this to someone!!!!!???????Desired Settlement: My desired outcome is the refund of ALLLLLLL my money that was taken. $359.55

Consumer

Response:

At this time, I have been contacted directly by Rockin' Wellness regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The company Rockin' Wellness contacted me via email, they will not call me on the phone, as I asked .....they have not issued all of the money back to me that they charged directly from my debit card per UNAUTHORIZATION, which was for my bills. SHOCKING!

They refunded only $84 which should have been $119 dollars from the $364 they charged. They charged a $35 restocking fee for product that was NEVER opened or ordered by me. I believe that the company is scamming people. I turned in a complaint to my financial institution proving the charges with

numerous emails of me pleading to call and to stop shipping unauthorized orders repetitively.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your three initial orders for 4 7 serving VIP Bag Deals on 4/**/2014, 5 7 serving VIP Bag Deals on 5/*/2014, and 5 7 serving VIP Bag Deals on 5/*/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/*/2014, 5/**/2014, and 5/**/2014 your recurring shipments, each a 90-serving supply, was charged a total of $119.85 each and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel these accounts, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,[redacted]

Review: I ordered a trial pack of a shake and this was taken from my credit card for $4.99. I did not like the product so I did not reorder but was sent a 90 day supply and the company (RockinWellness) charged my visa credit card $119.85. I tried to contact the company and never got to speak to anyone but just advertisements for the company! I screwed up as the invoice says it is non returnable and if it is returned you have to have a number and $35.00 restocking fee! I don't intend to give this company another dime! I feel like I have been scammed and wanted to let others know not to purchase from this company as they will keep sending and charging your credit card. Now I have to cancel mine!

Thanks for listening but I am doubtful there is anything to be done to get my $$ back.

The order date was 5/**/14 and shipment was on the same day (although I did not place an order online)Desired Settlement: For others to be aware of this internet business that is scamming people out of their money! My money back would be nice!

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 5/*/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,

Review: Upon review of my checking account on Monday June *, 2014 I noticed a debit in the amount of $119.85. At the same time I received an email from RockinWellness.com that my order was being processed and will be shipped later in the day. I never placed that order and never authorized RockinWellness to debit my account. I have sent two emails to the company instructing them to reverse the charge and cancel the order. They have not responded to my emails nor do they pick up the phone when the option to return their merchandise is chosen. On Tuesday June [redacted] this order was delivered to my address at which time I will be returning it. I also plan on going to my bank to have this unauthorized charge reversed and credited back to my checking account. This appears to be a common complaint now among customers that have purchased at one time or another RockinWellness' products.Desired Settlement: To cease and desist automatically sending unauthorized orders to customers.

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 4/**/2014. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 6/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

6/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was automatically enrolled into a auto-shipment program when I made a purchase on their website. They charged my debit card $119 without my knowledge. I had purchased from this company before without issue.

I e-mailed the company and left a voice mail and got no response. I called again and waited on hold for almost 45 minutes. Finally a customer service rep told me why my card was charged.

There was no notation in my account on their website that I was enrolled and the only way I knew was when my card was charged. I had not been given any notification of the program or an opportunity to opt-out.Desired Settlement: I would like to see them update the website and account structures so customers know what they are signing up for. I also want ALL of my money back ASAP.

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 30 serving VIP Bag Deal, which was placed on 4/**/2014. The 30 serving bag has an Introductory period of 29 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter will be resolved as long as the Restocking Fee is actually refunded.

Sincerely,

Review: THIScompany has stolen money out of my account they say that I purchased a certain Product but I did not they have double it my account without my permission. PLEASE HELP ME!!!!!!!! PLEASE HELP ME GET MY MONEY BACK! !!!!!Desired Settlement: I need my money back! !!!!!!!! They stole $119 out of my account! !!!!!!

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for 2 7 serving VIP Bag Deals, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,

Review: I ordered from them about 4 times. Each time it was a 3 bags for $89 deal. On the last order that I placed in July they put me in a VIP program. They state it was part of the 3 for $89 deal. They cancelled the membership but now I am stuck with the product still coming. I asked them not to send but they are saying it sent already - even though Im showing it did not ship. So now I have to go through the hassle of doing a return form, find a post office ( I have no car right now) and then mail it back. They also changed the price on the item to $119. Great way to do shady business. I did not have money in my account for this so it caused me hardship.Desired Settlement: I want them to give me my money back and I will just refuse the delivery when it comes. I did not order this and to me is very shady of them to do this. I'm pretty diligent about checking things. I order all the time online. This is shady!!

Business

Response:

Hi [redacted],

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 7/**/14. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Recurring shipments are sent to the address inputted by the customer and it is the responsibility of the customer to provide any changes of address. The shipping address is confirmed in the “Order Shipped” email sent when the shipment is sent.

Per the terms of the subscription, on 8/**/14 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices. If the account is not adjusted or canceled, a shipment is sent out every 45 days.

On 8/**/14 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to process a refund if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,[redacted]

Review: I placed an order on 5/* for an introductory package for a 7 day trial. On the website it states the following:By completing your purchase, you will be enrolled in our Rockin’ VIP program. If you do not call us at [redacted] (Monday-Friday 10-5 EST) to cancel within the introductory window of the initial purchase, you will continue to be enrolled in our Rockin’ VIP program, and your first VIP cycle will begin. As a VIP, you will receive a 3 month membership to the Rockin' VIP Club and 3 individual 30 Serving Bags of Rockin’ Wellness (90 Servings) at the close of your introductory period, and every recurring cycle period thereafter, for just $119.85.

Call to change the shipping frequency or cancel your VIP membership at any time with no penalty. Orders must be canceled by 2pm EST on the business day prior to shipment. If, at any point, you return the product(s) to us, the product must be unopened and it is your responsibility to pay for return shipping and handling. Please reference our refund and return policy below if you have any questions. If initial charge attempt of $119.85 is unsuccessful, the VIP program will reattempt the charge every 2 days until it has been charged successfully, or your membership schedule has been updated or canceled.

Bag Deals and Cycle Length

7 Serving

Introductory Period: 10 Days

Recurring Cycle Length: 45 Days

Their hours are 10am-5pm EST, I left a voicemail for them canceling my order on 5/** and said on the voicemail I was unaware when I would be charged for the order but was assuming it was 10 days from the date it arrived. I said the reason I wanted to cancel was that their products take entirely too long to receive as it had already been 9 days since I had place the order. I was under the impression that the 10 days will begin once I get the product so I can try the product. I have not even received the first shipment which is scheduled to be delivered 5/** and they billed me for 90 days of product today. I called them to see if they could stop the order because it had not left their facility yet according to Fedex tracking. I explained to them there wording was confusing and they should say the 10 days begins from the order date because I was under the impression it was from the shipping date. They were unwilling to stop the order and the only way they would give me a partial refund deducting a restocking fee of $35 saying that they can't resell it. I said, I am telling you I don't want it, don't let it leave your facility. I told them I plan on refusing the package.Desired Settlement: Refund and update their website terms to reflect 10 days from the order date.

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 5/*/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.

Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.

On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.

In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.

Sincerely,

Consumer

Response:

I would just like to state that Rockin Wellness did refund my money but they did not waive the $35 restocking fee as they said they would. It was deducted from the purchase price they refunded and they also deducted a total of $44.15 from the original $119, only refunding $74.85 on 6/**. I assuming that they are going to reimburse me for the restocking of $35 but what about the other amount. In addition, I reviewed my print out of the original terms when I placed my order and the terms [redacted] is quoting is their newly updated terms on their website. I did not agree to those terms when my order was placed. I am glad they updated the terms to state that the trial starts from the ship date but again those were not the terms I agreed too. I have in writing, printed from their website the terms I agreed to. In addition, my first placed phone call to cancel was on 5/** in which I left a voicemail and I have records that this phone call was made. The terms and conditions that I agreed to said that the purchase could be canceled "anytime" as long as it was before 2pm EST the day before the shipment. I was unclear of what date that was going to happen because I was never able to speak to someone directly. And as I stated before I had not even received my very first order from their company and was dissatisfied with their slow shipping process and wanted to cancel.

Sincerely,

Sincerely,